Job Description

We are seeking a strategic, execution-oriented Director of Customer Success to lead and unify the post-sale customer experience across INNERGY ERP and Microvellum CAD/CAM.

This leader will own the Customer Success operating system, including service model design, customer segmentation, tooling, performance management, and scalable enablement. The mandate is to build a consistent, measurable, and scalable CS organization that drives adoption, retention, expansion, and long-term customer value across all products and regions.

This role oversees a globally distributed organization of approximately Customer Success professionals, including team leads and Customer Success Managers. The Director brings a private equity mindset, balancing customer experience excellence with operational rigor, disciplined metrics, and scalable execution.

A core focus of this role is aligning the CS team around one unified post-sale strategy while leveraging AI, automation, and 1-to-many enablement to drive outcomes without linear headcount growth.

Key Responsibilities

Customer Success Strategy & Operating System

• Own the end-to-end Customer Success journey, including onboarding, adoption, value realization, and expansion.
• Design, implement, and continuously refine the Customer Success operating system across all INNERGY products.
• Define and execute a unified CS vision that aligns segmentation, engagement models, playbooks, and customer outcomes.
• Establish clear service tiers, success plans, and ownership models across customer segments and geographies.
• Ensure consistent, repeatable processes that scale globally.

Revenue & Retention Accountability

• Own retention, expansion, and customer health outcomes across the portfolio.
• Partner with Sales and Account Management to drive renewals, cross-sell, and upsell strategies.
• Build proactive risk mitigation frameworks to reduce churn and increase lifetime value.
• Establish forecasting discipline and renewal visibility aligned with executive expectations.

CS Technology & Automation Ownership

• Own Customer Success technology stack outcomes, including health scoring accuracy, automation maturity, digital engagement coverage, and visibility into adoption.
• Drive measurable improvement in health model integrity and proactive outreach effectiveness through platforms such as HubSpot CSP and AI-enabled workflows.
• Partner with RevOps to strengthen reporting, segmentation logic, and executive dashboards.
• Leverage automation and AI to support 1-to-many customer engagement and scalable education.

Metrics, Performance & Operational Excellence

• Own and operationalize core CS metrics, including retention, net revenue retention, product adoption, customer health, expansion, NPS, and CSAT.
• Expand customer sentiment metrics into actionable insights that drive execution.
• Build dashboards that provide executive-level and PE-level visibility into CS performance.
• Use data to inform capacity planning, prioritization, and segmentation strategy.
• Implement strong performance management practices, including clear goals, accountability, and continuous coaching.

Scalable Customer Enablement

• Design and execute service models that enable growth without proportional headcount increases.
• Champion 1-to-many enablement, including group onboarding sessions, scalable training programs, digital content, and customer education pathways.
• Drive customer maturity from reactive support reliance toward proactive value realization.

Team Leadership & Cross-Functional Alignment

• Lead and develop a globally distributed team of approximately 10-15 Customer Success professionals.
• Build a high-performing CS leadership bench capable of supporting growth surges and new product introductions.
• Partner with People & Culture on talent development, succession planning, and performance reviews.
• Utilize EOS for departmental alignment and execution discipline.
• Strengthen alignment with Sales, Product, Engineering, and RevOps to ensure clear handoffs and shared accountability for customer outcomes.
• Coach leaders to elevate ownership, strategic thinking, and measurable impact.

Qualifications

• Proven leadership experience in Customer Success and/or Customer Support within a SaaS, ERP, or complex software environment.
• Experience operating in private equity-backed organizations, including navigating rapid growth, change, and operational rigor.
• Demonstrated success building and scaling customer-facing teams through growth and new product expansion.
• Strong operational mindset with experience owning metrics, performance management, and service operations.
• Track record of delivering scalable, world-class customer experiences without linear headcount growth.
• Experience leveraging AI, automation, and 1-to-many enablement to improve efficiency and customer outcomes.
• Exceptional leadership, communication, and cross-functional collaboration skills.
• Experience supporting globally distributed teams and customers across multiple regions and time zones.
• Familiarity with ERP, manufacturing, woodworking, cabinetry, or adjacent industries is a plus.

What Success Looks Like

• A unified, scalable Customer Success operating model across all products
• Improved retention and Net Revenue Retention
• Strong renewal forecasting discipline and executive visibility
• Increased adoption and expansion without linear headcount growth
• Clear, trusted customer health insights that drive proactive action

Why You'll Love It Here

• Opportunity to shape and scale a mission-critical Customer Success & Support function during a high-growth phase.
• Direct influence on customer outcomes, retention, and long-term value.
• Ability to build a modern, unified Customer Success & Support organization.
• Work alongside experienced executive leadership in a PE-backed environment.
• A culture that values accountability, continuous improvement, and innovative service delivery.

Additional Information

Accessibility & Work Environment

INNERGY is committed to providing an inclusive and accessible work environment. We support reasonable workplace adjustments for individuals with disability in accordance with applicable Australian laws. If you require adjustments during the recruitment process or in your role, please let us know.

This role is primarily computer-based and may involve extended screen time and regular communication through digital channels. Work may be performed in a remote or office-based environment, depending on role and location. INNERGY is committed to supporting employee wellbeing, flexibility, and a safe working environment across all regions.

Accessibility & Work Environment

INNERGY is committed to fostering an inclusive and accessible workplace. We support reasonable adjustments for individuals with disabilities in accordance with applicable laws. If you require any accommodations during the recruitment process or in your role, please let us know.

This role is primarily computer-based and may involve extended periods of screen time and frequent communication through digital tools. Work may be performed remotely or in an office setting, depending on the role and location. We prioritize employee wellbeing, flexibility, and a safe, supportive work environment across all regions.